Recommended process for replacing hardware asset

vipyn
Tera Contributor

2 weeks ago

We currently use the Hardware Asset Refresh process for technology refreshes, and it works well.

However, we also have cases where a user requests a different laptop model and the existing asset is still usable. We currently process these through Hardware Asset Refresh, but this does not seem appropriate.

  1. Does ServiceNow provide a separate out-of-the-box Hardware Asset Replacement process for this scenario?
  2. Or should we continue using Hardware Asset Refresh and return the existing asset for redeployment instead of treating it as a normal refresh retirement?

    #HAMPRO #ITAM #HAM
0 Helpfuls
  • 968 Views
6 REPLIES 6

vipyn
Tera Contributor
In response to fknell

2 weeks ago

Hi @fknell ,

 

Thanks for the reply. My scenario is different. There is a request from user to replace the device (still in warranty) with another higher configuration device. Now one way is that I use the reclamation process to collect the device and then re-deploy it to another user - no issues. However, this increase work for deskside engineer as he need to use reclamation process and new asset deployment process for this kind of replacements (not refresh).

if deskside engineer uses the refresh process, then ServiceNow assumes that the asset is end of lifecycle and do not allow the asset to refresh again after second deployment (no issue with the second deployment, we only figure out the problem when deskside engineer tries to kick in the collection after several months). It appears if there is a field that remembers the refresh action and does not allow the asset to be refreshed again.

hence my question originated if it is right approach to replace the asset with refresh process. if yes, we have to change the setting in ServiceNow since it marks the asset as end of lifecycle. Or if no, then what is the right process. (Pratiksha above mentioned about the incident route as well)

0 Helpfuls

fknell
Tera Patron
In response to vipyn

a week ago - last edited a week ago

Hi @vipyn,

Thanks for your explanation.

 

You could also create a new catalog item for your use case and attach your own flow to the item. The HAMAssetRefreshUtils script include might provide you all necessary functions to update the two assets. 

 

You don't need to change the ootb functionality and can use your 'upgrade' process aside from it.

 

Hope this helps!

0 Helpfuls